What to Do When Your Great Multichannel Customer Experience Comes at the Expense of Your Agents: 3 Steps to Support Your Team and Build an Omnichannel Strategy
SharpenCX
SEPTEMBER 16, 2020
Well, because for most companies, omnichannel strategies really just patch together tons of multichannel solutions. Omnichannel vs. multichannel: What happens when your CX strategy negatively impacts your agents. All too often, companies attempt to execute an omnichannel strategy but end up with a clunky multichannel solution instead.
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